Tel no : 09273145850 | Email Add : [email protected] Alt : [email protected]

Born : June 12, 1980 | Sex : M | Address : B14C3, Valencia St., Gran Seville Subd., Banlic, Cabuyao City, Philippines

Degree Earned: Bachelor of Science in Industrial Engineering from Batangas State University (2002)

Special Skills: MS Excel – Macros, Vbasic, Userforms (limited), PowerPoint and MS Word, Excellent Written/Oral Communication in English

Previous Company Affiliation:

Stream Global Services | 2nd fl Worldwide Corporate Center, Barangay Highway Hills, Mandaluyong City, Metro Manila | March 3, 2012- Feb 1,2013

KGB  Philippines  | BTS facility, SRE 2a Commercial Sta. Rosa Tagaytay Natl rd, Bo Don Jose, Sta.Rosa Laguna | Aug 27, 2005 – Feb 19, 2012

Toshiba Information Equipment Inc.  | 103 East Main Ave., Ext. Special Export Processing Zone Laguna Technopark, Binan, Laguna | May 5, 2003 – Jan 20, 2005

Professional Qualifications:

PCG Policy Support Team Leader (AIG Shared Services)

·         Started Feb 13, 2013

·         Work distribution, escalation, and reporting for the process

·         Computes daily capacity from volume forecasts and current inventory level

·         Drive team performance through meetings and coachings

·         Reports team performance with domestic counterparts through conference calls

·         Issues Disciplinary and Corrective measures for underperforming agents

·         Evaluation of probationary employees for regularization

·         Email Correspondents w/ domestic counterparts for dissemination of schedules, reports, updates and other info essential to operations

·         Conducts training modules about better call handling procedures

·         Corrects time in/out punches of agents

AT&T Website Assistance Center Team Manager (Stream Global Services)

·         Motivates team to achieve KPIs through huddles and coachings

·         Receives escalation and provides support for on call agents

·         Disseminates important updates and QA guidelines

·         Issues CITE and CARE for underperforming agents or policy infractions

·         Monitors the daily Queue, recruits voluntary time offs or OT, submits end-of-day report

·         Evaluation of probationary employees for regularization

·         Corrects time stamps in/out of agents

UK Account Team Leader / Manager (KGB Philippines)

·         Promoted April 16, 2010

·         Motivates team through meetings and coachings to achieve targets established for the account

·         Issues Disciplinary and Corrective measures for underperforming agents

·         Evaluation of probationary employees for regularization

·         Email Correspondents w/ other departments (QA and Workforce) for dissemination of schedules, reports, updates and other info essential to operations

·         Conducts training modules about better call handling procedures

·         Corrects time in/out punches of agents

Assistant Team Manager – under certification (KGB Philippines)

·         Started July 25, 2008 w/ Dominos Pizza Account until transfer to UK Account (spans Transfer to Pizza Hut account)

·         Same role mentioned above

Dominos Pizza / Pizza Hut / UK Account Team Lead / Training & Development Officer (KGB Philippines)

·         Promoted July 27, 2007

·         Assist agents w/ difficult to handle calls

·         Handle escalation of customer complaints

·         Training and monitoring of agents

·         Recruitment of overtime and voluntary time-offs

Customer Service Representative (KGB Phlippines)

·         Hired August 27, 2005

·         Inbound: Directory Assistance, Dominos Pizza Order-taking

·         Mentor on Demand: coaches trainees during their OJT period